13 Comments

Having the option to show custom fields on a customers activities screen is huge. For example, we have a field for 'RMA Status'. Our resellers, who have a lot of open tickets with us, need a quick way to see that field easily across all tickets. But currently they have to open each ticket to see the status of RMAs. Not ideal

Adding also to this thread, just started to use Zendesk with my largest customer - they said it is a must have for them to have additional information for ticket they know are on hold on our end as we are working on a fix, i have that information on a custom field and i cannot expose it nicely this information in a single view... having to click individually on each ticket is a pain for them to get for example by when the issue will be fixed (as it may need a hot fix or a patch).

Our internal processes are such that we leave open those tickets which end up as product defects or feature requests. These are tracked/reported on with a set of custom fields, the most basic of which is a 'type' dropdown that is either Bug or Feature Request. It would be wonderful if we could add the 'type' attribute as a column to sort by those.

Additionally/similarly, it would be awesome to be able to create a new view (similar to the "My Requests" or "Requests I'm CC'd On" links) to display Features or Bugs that we are tracking for that customer.

I have been adviced to adding my case / my need to be able to setup views for my customers. But I can see that this started in 2015.

The respons:

It is something that has been requested, but the request volume hasn't been high enough to push it to the top of the feature improvement list. I would still advise adding your use case to this thread, but I cannot guarantee it will make it on to the product road map.

I'am sure, that a lot of Zendesk users require this change. So please add you cases to this thread.